I’m wanting to part ways with my current letting agent as I have stated my reason as how unsatisfied I’m with their service and their management. Likewise I have sent them an email regards to my complaint however as always they seem to turn me away and have stated upon termination they have got the early exit fee of one month rent. They have been managing my property since March 2024 where I have signed a contract for rent collection service with previous off-going tenant. Terms of business has the early exit fee of a month rent with a sitting tenant. Terms were never updated with accurate fees as I’ve moved from rent collection to fully managed since new tenant took over in March 2025. TOB includes the fees of rent only service whilst I’m on fully managed since March 2025.
Should this be challenged as this agreement on the grounds of inaccurate and non-compliant fee disclosures? I’d appreciate if someone could have a look into it and advice.
How do you know the terms of business and exit fees (1m) arent exactly the same for fully managed and what you had before. Why would they be different? If anything they would be likely to be higher (as agent loses more pcm when it stops).
You agreed to upgrade to a different service, you could have asked at the time before you signed /formally agreed the upgrade.
Dont think you have anything much to complain about, if you cant be bothered to get the T&C for a service when you agree it, that’s your responsibility and your risk. Formally they should have given you in writing certainly if the T&C had changed, under consumer protection legislation (or possibly sale of goods act if you are a ltd co). @David122 may have a view. But doubt it’s going to get you anywhere they will belatedly issue the proper T&C doc if it is different and the exit terms will still say 1 month
Read
If they arent responding to a complaint, go to the redress scheme they are a member of
Good luck
For Landlords (Terms of Business)
When a letting agent provides services to a landlord, they form a consumer or business contract. Under UK consumer protection laws and industry codes of practice (such as those from Propertymark or redress schemes), agents must set out their fees, commission rates, and terms of business in writing before a contract is signed. Failing to provide clear written terms can lead to disputes over commission and breaches of trading standards.
The agent’s Ts & Cs are probably binding unless they have done something so bad that the ombudsman might intervene on your behalf. If you’ve already made a formal complaint to the agent, you could complain now to their redress scheme. This may take a while though.